Thinka for Z-Wave — FAQ

We're sorry to hear that you are experiencing issues with your Thinka. Before contacting support there are a couple of things that you can do.

First of all have a look at the LED(s) on the Thinka. The color and the fact that it is flashing or not, is an indication for a possible problem. The LED should normally be solid green. If it is another color, please look at what-do-the-colours-of-the-led-on-the-thinka-mean

Second you could try to reach the web interface of your Thinka, see how-do-i-find-my-thinka-on-my-network

If you still have problems with your Thinka, try to reboot your Thinka, see how-do-i-reboot-my-thinka

If that does not work, check whether the little LEDs next to the network port are on, they should be green and orange. If they are on (or flashing) your Thinka has connection to the network, and you can install the Thinka Companion app, see what is the companion app?

Alternatively you could try to find your Thinka by looking up its (DHCP) address on your router.

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When all this fails, please note your Thinka's serial number and contact support@thinka.eu

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This means your Thinka is either updating its software or is not working OK. In the latter case it probably can not connect to the KNX system or your network. Download and install the Thinka Companion app, and try to find your Thinka on your network.

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Do not power off your Thinka, wait at least 10 minutes before resetting it.

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This means your Thinka is working OK, but needs some attention. Go to the web interface (you can find it via https://setup.thinka.eu) and look at its status.

No worries, your Thinka is starting up

Thinka can be factory reset by pressing the top button of the device with the Thinka logo.
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Press and hold the button until the led flashes orange, releasing it and hold the button again until the LED flashes purple. When the led stopped flashing you can release the button. Your Thinka has been reset to the factory defaults.

Only do this if you absolutely need to, for instance if you are moving or selling your Thinka

Make sure to make a backup, this will help you set up your Thinka again

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Log in to your (reseller or customer) account and go to your order history via the menu. Find the order that contains the broken Thinka and request an RMA.

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When you forgot or want to reset your password, just go to the login page of your Thinka and click the 'reset the password' link. Then within 60 seconds click the button on the Thinka.

I get "Account cannot be invited to manage structures."

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You are probably using a G-Suite email account and that is not supported in Googl Smart Home. See Google Support for more information.

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Click settings icon on the right hand side of the web page. Go to 'RemoteAccess' tab. Then click the button named "Start Remote Support Access". Use "Share with Thinka support" to e-mail it to a Thinka support agent.

You can also use the Thinka Setup App to allow remote access which is available from the Appstore. Start the app, select your Thinka and then click on 'Remote Access'.

After enabling access you'll see a number that you can send to Thinka support by clicking on 'Share with support'.Thinka support agents can now access your Thinka, until you disable access to it. No one else (even if they would have the number) but Thinka authorised personnel can access your Thinka.

Here are the some images with regards to remote access

Click settings icon and go to 'RemoteAccess' tab

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Click the 'Start Remote Support Access' button to allow Thinka support remote access.

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A 'magic number' will appear. You can share this number by the help of 'Share with Thinka support' button.

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This is what we call "Installer support". In order to allow the installers that manages your Thinka Z-Wave access, go to your Thinka's web interface and then click settings icon at the right side of the page. Scroll down and click 'Start Remote Web Access'. This will generate a link. Use the 'Copy URL' and share this link with your installer via e-mail, whatsapp or any other way that you trust.With the link (URL) your installer has access to the web interface of your Thinka. If you have a password set on your Thinka, either remove it (see here) or share it too. Be careful with sharing this URL and password, anyone that gets hold of it, can access your Thinka's web interface.You can always decide to revoke the access again. After 14 days we automatically revoke access to protect you from forgetting to revoke it all together. The next time you grant access the URL will be different.Here are the some images with regards to remote web access

Here are the some images with regards to remote web access

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Click settings icon and go to 'Thinka' tab

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Click 'Start Remote Web Access'

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Click 'Copy Url' to copy the link to clipboard. Now you can share this link with your installer

Thinka runs a health check every night. It is available from the web interface of your Thinka under Settings -> Z-Wave:

The online backup can only enabled if you are connected to the Thinka Cloud. Probably you have disabled all services that needed the Cloud (such as Alexa, Google, Olisto) in the past. By enabling one of them, the Cloud connection is restored and you will be able to use on-line backups. After that you can disable Alexa, Google or Olisto again.

First go to "Thinka" tab under "Settings". Then at the bottom of the page there is "Reboot" button. You can use it to reboot your Thinka Z-Wave

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If your Thinka does not appear in the Thinka Companion app, please check the following:

1. Verify the LED status on your Thinka
   The LED should be green.
   If it is not green, you can find information about LED colors here
2. Check your network configuration
   Even if the LED is green, the Thinka may not be visible if there is a network issue.
   Make sure that:
   • Your phone and Thinka are on the same network.
   • Avahi / Bonjour (mDNS) traffic is not blocked by your router or firewall.
     Some networks or access points may block mDNS by default.

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There are several possible reasons why you may not be able to complete your order:

1. Shipping is not available for your selected country for some reason at a time you try to checkout.
2. Your payment details may be incorrect or declined.
3. There may be a temporary system issue.

Please contact us at support@thinka.eu so we can assist you further.

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